AI & Experience Orchestration Director

Genesys Cloud Services Pty Ltd; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

Genesys is seeking an AI and Experience Orchestration Director to lead strategic engagements, accelerating adoption of Genesys native AI capabilities. This individual contributor role translates business goals into impactful AI use cases with measurable outcomes.

Work with core account teams to engage senior and C-level stakeholders, influence deal strategy, and drive field execution across the AI portfolio. Strong communication, collaboration, and execution skills are essential.

Qualifications

• Strong subject matter expertise in AI and customer experience technology.
• Experience in sales overlay, specialist, or SME functions.
• 10–12 years in software, cloud, or AI related roles.
• Proven capability in AI powered customer experience and conversational AI.
• Ability to influence without direct authority and collaborate across teams.
• Experience coordinating and executing AI proofs of concept.
• Ability to create effective territory and account strategies.

Responsibilities

• Demonstrate advanced expertise in AI and lead discussions with stakeholders.
• Engage with senior and C-level leaders to orchestrate opportunities.
• Influence deal strategy and support territory planning, pipeline, and forecasting.
• Drive field execution of programs across Genesys AI portfolio.
• Serve as a trusted subject matter expert; model best practice sales motions.
• Provide hands-on support for positioning, pricing, proposals, and materials.
• Lead customer workshops to shape AI use cases and pilot opportunities.
• Voice of the customer; collaborate with marketing, product, and services.
• Identify strategic priorities and develop AI-led opportunity paths.

Skills

AI expertise

Pre-sales

Customer experience

Stakeholder engagement

C-level engagement

Sales enablement

Proposal support

Workshop facilitation

Job description

Job Summary:
The AI and Experience Orchestration Director is an individual contributor role who leads strategic engagements, working closely with core account teams to accelerate sales and adoption of Genesys native AI and Experience Orchestration capabilities.

This role brings deep expertise in AI powered customer experience and helps clients translate business goals into impactful AI use cases that deliver measurable outcomes.

At Genesys, we are transforming the customer experience landscape with empathy, innovation, and intelligent orchestration that empowers organisations to drive meaningful change. Joining Genesys means becoming part of a global team that is redefining how companies engage with our customers while fostering a collaborative and inclusive culture.

Key responsibilities include (but not limited to):

• Demonstrate advanced expertise in AI and lead detailed discussions with technical and business stakeholders
• Engage confidently with senior and C-level leaders and orchestrate complex opportunities across internal and external teams
• Influence and guide deal strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting
• Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives
• Serve as a trusted subject matter expert, and model best practice sales motions that elevate capability across the wider team
• Provide hands on support for positioning, presentations, pricing, proposals, and other key materials related to Genesys AI and Experience Orchestration
• Lead customer workshops that shape AI use cases, prioritisation frameworks, and pilot opportunities
• Act as the voice of the customer by capturing insights and partnering with cross functional teams in marketing, product, customer success, and professional services
• Identify strategic priorities and develop AI led opportunity pathways aligned to customer objectives
• Ad-hoc duties as required by management

Key Cultural Values (how we do it):

• Embrace Empathy: As a specialist sales team, we are strategic partners to our colleagues (primarily AEs and sales managers) and to Genesys clients. Their goals are our goals, and we connect regularly through authentic conversations.

• Fly in formation: We are team players in everything we do. As specialists, we work with and through our assigned AEs, managers, and other colleagues (e.g., Customer Success and Professional Services) to deliver results. We stay in formation by speaking the language of MEDDPICC, being highly aware of and deeply involved in what’s happening in our assigned territories, and adding value at every turn with our perspective, presence, and work products.

• Go big: We are experts in AI and change agents within Genesys. Where appropriate and with empathy, we challenge colleagues, clients, and ourselves to think and act boldly to deliver greater innovation and outcomes for all parties.

Minimum experience:

• Strong subject matter expertise in AI, pre sales, and customer experience technology with excellent verbal and written communication skills
• Experience in sales overlay, specialist, or subject matter expert functions
• 10 to 12 years of experience in software, cloud, or AI related roles
• Proven capability in AI powered customer experience and conversational AI solutions
• Ability to influence without direct authority and collaborate effectively with colleagues to drive outcomes
• Experience coordinating and executing AI proofs of concept
• Ability to create effective territory and account strategies that support growth objectives
• Strong critical thinking, problem solving, and communication skills
• Effective presentation skills with the ability to serve as a compelling subject matter expert
• Ability to manage multiple concurrent work streams and support numerous in flight opportunities across teams

Desirable Skills:

• Experience selling leading AI solutions for customer experience or contact centre transformation

Please note that Genesys will not accept resumes from agencies at this time.